Customer Support Quality Manager

Wellhub; São Paulo; Híbrido; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A wellness company is seeking a Customer Support Quality Manager in São Paulo. This role involves leading a quality analyst team, implementing assurance programs, and actively improving customer support experiences. Qualified candidates should have fluency in Portuguese and English, strong management experience, and expertise in customer service quality metrics. The company offers a hybrid work model and valuable wellness resources. Join us to help shape a healthier world.

Serviços

Free wellness membership

Emotional wellbeing program

Health, dental, and life insurance

Flexible working options

Home-office reimbursement

Paid Time Off

Paid Parental Leave

Career Growth Opportunities

Qualificações

• Experience leading and developing teams in a customer support environment.
• Proven knowledge of quality monitoring and agent performance management.
• Familiar with customer feedback metrics such as CSAT and NPS.

Responsabilidades

• Lead the Customer Support Quality Team focused on performance and growth.
• Implement quality assurance programs for continuous monitoring.
• Analyze quality performance data to identify trends and improvement areas.

Conhecimentos

Fluent in Portuguese

Fluent in English

People Management

Customer Support Expertise

Data Analysis

Process Improvement

Adaptability

AI Applications

Formação académica

Degree in Technology, Engineering, or Mathematics

Ferramentas

Excel

SQL

Looker Studio

Power BI

Python

Descrição da oferta de emprego

Overview

Customer Support Quality Manager at Wellhub

Wellhub is shaping a healthier world by connecting employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription.

Headquartered in NYC with team members in 11 countries, we're on a mission to make every company a wellness company.

We believe work should be fulfilling, inspiring, and balanced.

Here you'll find a team that values wellbeing, collaboration, and diverse perspectives.

Opportunity

We are hiring a Customer Support Quality Manager for our CX Global team in São Paulo.

The CX Global team focuses on improving the overall customer support experience across all channels, ensuring high-quality customer interactions, and driving quality through monitoring both external satisfaction and internal agent performance.

Impact / Responsibilities

• Lead the Customer Support Quality Team: manage and develop the quality analyst team, ensuring high performance and professional growth.
• Run the Customer Support Quality Program: implement and maintain the quality assurance program, guaranteeing continuous monitoring for all customer operations (internal teams and BPOs).
• Monitor Performance: regularly analyze, report on quality performance, identify trends, root causes, and improvement areas.
• Be a Customer Advocate: partner with support teams to integrate customer feedback into continuous improvement.
• Support Training: collaborate with Training and CX Operations to develop and deliver coaching and training that enhance agent quality performance and customer interactions.
• Champion Process Improvement: work with the Process Improvements team to identify and optimize internal processes that affect CX quality.
• Live the mission: inspire and empower others by caring for personal wellbeing and colleagues, promoting a supportive environment where everyone feels comfortable taking care of themselves and balancing work-life wellness.

Who You Are – Qualifications

• Communicator: fluent in Portuguese and English, able to summarize data and present impactful recommendations.
• People Management: experience leading and developing teams, collaborating across departments, and influencing stakeholders.
• Customer Support & Quality Expert: proven experience in customer support operations, quality monitoring, agent calibration, and performance management (especially with BPOs).
• Knowledge of CSAT, NPS, and / or CES.
• Data Savvy Analyst: proficient in Excel (PivotTables, charts, statistical functions).
• Familiarity with SQL, Looker Studio, Power BI, or Python is a plus.
• Process Improvement Mindset: dedicated to enhancing customer experience; knowledge of Lean Six Sigma, COPC, or other quality certifications is strongly advantageous.
• Adaptable & Dynamic: thrives in fast-paced, dynamic environments and adapts to changing business needs.
• AI Enthusiast: eager to explore and apply artificial intelligence to improve customer support processes and agent performance.
• Educational Background: degree in Technology, Engineering, Mathematics or related field.
• Prior experience as a people manager and advanced proficiency in English are mandatory requirements for this role.

What We Offer

• WELLHUB Membership: Free Gold+ membership with access to onsite gyms, studios, digital fitness programs, and wellness resources for meditation, nutrition, mental wellbeing support, etc.
• WELLZ Program: Emotional wellbeing program with personalized journeys, up to 52 therapy sessions per year, and on-demand content.
• Healthcare: Health, dental, and life insurance.
• Flexible Work: Hybrid and remote options; flexible first company policy.
• Home-office reimbursement available.
• Flexible Schedule: Employees define schedules with leaders to align with time zones, team needs, and personal routines.
• Paid Time Off: Vacation after 6 months, plus 3 additional days per year and 1 day per year of tenure (up to 5 days), plus an extra holiday for your birthday.
• Paid Parental Leave: 100% paid leave for all new parents, with extended leave and ramp-back options.
• Career Growth: Access to world-class platforms, interactive sessions, personalized development roadmaps, and internal opportunities with continuous learning and feedback.
• Culture: A passionate team that breaks boundaries, supports each other, and creates meaningful impact.

Learn more about our shared culture and values here.

Diversity, Equity, and Belonging

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.

Wellhub is committed to creating a diverse work environment and is proud to be an equal-opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by applicable law.

Senior-ity Level

Mid-Senior level

Employment Type

Full-time

Job Function

Quality Assurance

Industries

Wellness and Fitness Services

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